Investor care
Grievance Redressal
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Grievance redressal process and escalation matrix
At Carnelian Mutual Fund, we believe in providing the best of our services to our investors. We provide easy access to information on our products and services; we also help you get your grievances redressed with ease. We aim to respond to your complaint with efficiency, courtesy and fairness.
1. Contact Call Centre
From Monday to Friday between 9.00 am to 6.00 pm (Saturday between 9 am to 1 pm): 022 6993 0909 (charges applicable).
In case of any grievance / complaint, an investor can send their grievance / complaint to Investorservices@carnelianmf.com and we would respond to you within applicable regulatory TAT.
OR you can raise a service request on our website www.carnelianmf.com
OR contact Carnelian MF – Customer Services Department: 022 6993 0909
2. Contact Investor Relations Officer
If the resolution you receive does not meet your expectations, please write to our Investor Relations Officer – Mr. Chetan Mankame at: iro@carnelianmf.com
We will respond to you within the applicable regulatory TAT.
3. Contact Compliance Officer
If you are still not satisfied with the resolution you receive, please write to our Compliance Officer – Ms. Vratika Sardesai at: mfcompliance@carnelianmf.com
We will respond to you within the applicable regulatory TAT.
4. Contact CEO
In case the concern is still unresolved and you wish to escalate, please write to our CEO at: ceo@carnelianmf.com
We will respond to you within the applicable regulatory TAT.
5. SEBI SCORES
If you are not satisfied with the resolution you receive from Carnelian Mutual Fund / Carnelian Investment Managers Pvt. Ltd., you may approach SEBI at: https://scores.sebi.gov.in (Website)
Register complaint on the Online Dispute Resolution (ODR) portal
You can register a complaint on the Online Dispute Resolution (ODR) portal at https://smartodr.in/login
Process and procedure to register complaint related to Technology & Cybersecurity
For complaints related to any Technology issues and Cybersecurity concerns or incidents, you can write to our CTO at CTO@Carnelianmf.com with a copy marked to our CISO at CISO@carnelianmf.com. The investor can also contact the Customer service number or Toll-Free number to register any complaints related to Technology or Cybersecurity.
Complaints on any technical issue will be immediately brought to the notice of the Technology team for remediation. Carnelian Mutual Fund will endeavour to resolve the issue within applicable Regulatory TAT. Carnelian Mutual Fund will keep the investor informed on the expected resolution time.
Complaints on any Cybersecurity incident will be immediately escalated to the Chief Information Security Officer (CISO) and the Chief Executive Officer. Any complaint on Cybersecurity will be categorized as High Priority. We will respond to you within the applicable regulatory TAT. Interim controls will be put in place to avoid any repetition of the incident. A response summarizing the remedial steps undertaken by Carnelian Mutual Fund will be sent to the investor.
Data Privacy Grievance Redressal / Rights Request
To submit requests for access, correction, erasure, withdrawal of consent or grievances related to data, you may reach out to our Data Protection Officer – Mr. Sunil Kapoor at dpo@carnelianmf.com or reach out to us at Carnelian Investment Managers Pvt. Ltd., 1211/1212, One Lodha Place, Senapati Bapat Marg, Lower Parel (West), Mumbai – 400013.
We will verify identity before processing requests related to data and will maintain records of requests and actions taken in accordance with statutory retention requirements.
We will respond, i.e., acknowledge and resolve the request, within the timelines prescribed under the DPDP Rules. If you are not satisfied with the resolution or the grievance remains unresolved, you may escalate to the Data Protection Board of India under the Ministry of Electronics and Information Technology (MeitY).